I sent 4 emails to Mr. Hugh Morrow which was unanswered by the CEO.
So today I am writing today to bring to your attention the poor customer service I received from your company on August 24, 2019 around 7:45am. My family and I drove from Louisiana to your business to celebrate my daughter birthday.
Your representative Patty was very rude, unprofessional and her body gestures where very disrespectful when my family and I stood at the beginning of the line where any customer stand to purchase tickets. She look directly in my face and rudely stated we are not open yet, but yet the front door is unlock and people are going in and out of the building that are customers as well.
I replied is this where the line forms for service to be render? She said yes; I stated okay I will stay here until you are able to service me. She actually rolled her eyes at me and my family and then blow with disgust! I was very confused and became very alarmed on her demeanor. The sign clearly states this is where you the line begins for service.
Patty began to have a conversation with a few men, one of them was an tour gentlemen came and he came to me and apologized. He stated I have a tour group and we are checking everyone in early, because we have a large group on reserve. I stated to him, thank you I completely understand and it is no problem at all.
Patty smile and joked with the tour gentlemen as if no one else was around. I knew then I was going to have a problem with her. When the clock turned 8:00 am she walked away from the counter like we did not exist. She came back a few minutes later and stated can I help you? I replied I have a question for you?
I noticed you where aggravated that I am waiting in the line to purchase tickets where all customers wait to purchase tickets. Patty stated yes, I was bother because we were not open. So because I was standing where the line forms for customers to purchase tickets that was a problem? And you have customers walking in and out, you where answering everyone else questions, and you had a problem with me waiting patiently to be service? Patty stated yes, I asked why? She stated I could have sent you to stand outside!
I was flabbergasted over her tone, body language and her customer service skills. I recorded the whole conversation on my phone. I asked her for the manager and she was like she did not care. I approach another employee and ask for Mr. Bob but instead I received a maintenance gentlemen.
I asked him for Bob email and contact number and he was very unconcerned. I contact Mr. Bob and he has not returned my phone call at all. So I decided to reach out to Hugh since no one seems to care about treating customers equally and provide exceptional customer service to anyone whom would like to patronize his business.
I was hoping my experience would have been important to the owner. And especially on how his employees were behaving but again he never answer any of my emails. Which saids alot about him and his company. Word of mouth is still number #1 in marketing.
I am concerned about the level of nonchalance I received from Patty, she didn't seem to care at all about her behavior or the customers. I have a strong feeling that Patty has done this many times before and your company do not have a problem with her actions.
I would not pay $400.00 or more to your business for a family celebration for four to Ruby Falls Tour, Rock City and eat at a outdoor restaurant over looking the mountains for my daughter Birthday to be treated with so much disrespect and humiliated. I will assume this is your company's common practice, and request a form of communication from you as soon as possible. I have attached photos of the employee I am speaking of and I also have video footage of the full incident if you would like to receive it, please let me know.
Posted my review on Trip Advisor they replied back so the public can read their response. Which was a bunch of bologna, I sent an email to the address they request I send one to. Just like I thought when I read the response. They have not responded yet to my email. Which lead me to believe that this is their company normal business practice they do not care about anything but money. Customer Service is the least concern! They contacted trip advisor and had my photos removed.
Here is Ruby Falls Trip Advisor Response:
RubyFalls1928, Corporate Communications Manager at Ruby Falls, responded to this review Responded 6 days ago
How wonderful to be able to celebrate your daughter's birthday with your family. However, I'm sorry your visit to Lookout Mountain was not a happy experience and I'd like to help.
I would like to discuss your recent visit and share it with our leadership team, however the emails you mentioned have not been received. By emailing an individual instead of [email protected], our email system may not have recognized your email address and it was not delivered to the intended recipient(s). Hospitality is a pillar of what we do and who we are, in fact it's what motivates every Ruby Falls team member.
At your earliest convenience, please email me at [email protected] to give us the opportunity to directly address your experience.
Ruby Falls Reviews
A Terrible Birthday Celebration For My Daughter
I sent 4 emails to Mr. Hugh Morrow which was unanswered by the CEO.
So today I am writing today to bring to your attention the poor customer service I received from your company on August 24, 2019 around 7:45am. My family and I drove from Louisiana to your business to celebrate my daughter birthday.
Your representative Patty was very rude, unprofessional and her body gestures where very disrespectful when my family and I stood at the beginning of the line where any customer stand to purchase tickets. She look directly in my face and rudely stated we are not open yet, but yet the front door is unlock and people are going in and out of the building that are customers as well.
I replied is this where the line forms for service to be render? She said yes; I stated okay I will stay here until you are able to service me. She actually rolled her eyes at me and my family and then blow with disgust! I was very confused and became very alarmed on her demeanor. The sign clearly states this is where you the line begins for service.
Patty began to have a conversation with a few men, one of them was an tour gentlemen came and he came to me and apologized. He stated I have a tour group and we are checking everyone in early, because we have a large group on reserve. I stated to him, thank you I completely understand and it is no problem at all.
Patty smile and joked with the tour gentlemen as if no one else was around. I knew then I was going to have a problem with her. When the clock turned 8:00 am she walked away from the counter like we did not exist. She came back a few minutes later and stated can I help you? I replied I have a question for you?
I noticed you where aggravated that I am waiting in the line to purchase tickets where all customers wait to purchase tickets. Patty stated yes, I was bother because we were not open. So because I was standing where the line forms for customers to purchase tickets that was a problem? And you have customers walking in and out, you where answering everyone else questions, and you had a problem with me waiting patiently to be service? Patty stated yes, I asked why? She stated I could have sent you to stand outside!
I was flabbergasted over her tone, body language and her customer service skills. I recorded the whole conversation on my phone. I asked her for the manager and she was like she did not care. I approach another employee and ask for Mr. Bob but instead I received a maintenance gentlemen.
I asked him for Bob email and contact number and he was very unconcerned. I contact Mr. Bob and he has not returned my phone call at all. So I decided to reach out to Hugh since no one seems to care about treating customers equally and provide exceptional customer service to anyone whom would like to patronize his business.
I was hoping my experience would have been important to the owner. And especially on how his employees were behaving but again he never answer any of my emails. Which saids alot about him and his company. Word of mouth is still number #1 in marketing.
I am concerned about the level of nonchalance I received from Patty, she didn't seem to care at all about her behavior or the customers. I have a strong feeling that Patty has done this many times before and your company do not have a problem with her actions.
I would not pay $400.00 or more to your business for a family celebration for four to Ruby Falls Tour, Rock City and eat at a outdoor restaurant over looking the mountains for my daughter Birthday to be treated with so much disrespect and humiliated. I will assume this is your company's common practice, and request a form of communication from you as soon as possible. I have attached photos of the employee I am speaking of and I also have video footage of the full incident if you would like to receive it, please let me know.
Posted my review on Trip Advisor they replied back so the public can read their response. Which was a bunch of bologna, I sent an email to the address they request I send one to. Just like I thought when I read the response. They have not responded yet to my email. Which lead me to believe that this is their company normal business practice they do not care about anything but money. Customer Service is the least concern! They contacted trip advisor and had my photos removed.
Here is Ruby Falls Trip Advisor Response:
RubyFalls1928, Corporate Communications Manager at Ruby Falls, responded to this review Responded 6 days ago
How wonderful to be able to celebrate your daughter's birthday with your family. However, I'm sorry your visit to Lookout Mountain was not a happy experience and I'd like to help.
I would like to discuss your recent visit and share it with our leadership team, however the emails you mentioned have not been received. By emailing an individual instead of [email protected], our email system may not have recognized your email address and it was not delivered to the intended recipient(s). Hospitality is a pillar of what we do and who we are, in fact it's what motivates every Ruby Falls team member.
At your earliest convenience, please email me at [email protected] to give us the opportunity to directly address your experience.
Thank you,
Lara Caughman
Corporate Communications Manager
https://www.rubyfalls.com